Manager Engineer

Nancy Neel

**** *** * **** *****

Knoxville, TN *7918

865-***-**** abhhlw@r.postjobfree.com

EXECUTIVE SUMMARY

Dynamic Leader with demonstrated success in reducing costs, improving

productivity and reducing employee attrition by improving employee morale.

Excellent verbal and written communication skills. Self-motivated and

innovative thinker who consistently pursues new challenges to stretch

abilities, expand knowledge, and bring greater returns to employer.

Expertise includes

Employee Retention Ancillary Product Management

Customer Satisfaction Recruiting, Hiring, Training

Performance Evaluations Customer Retention

Employee Career Paths New Product Development

Strategy Implementation Fiscal Budget Planning

Organizational Alignment Project Management

Loss Reduction Workshop Facilitation

Delinquency Control Staff Development

PROFESSIONAL EXPERIENCE

Citifinancial, Knoxville, TN 1990 - 2010

Formerly The Associates Financial Services

District Manager 1996 - 2010

Directed eight Consumer Finance branch locations. Managed 24 hourly /

eight salaried employees and a net customer balance sheet of $132M.

Audited branches for adherence to Federal and State Laws, as well as

adherence to company policies.

. Coached, developed, and trained nine underperforming employees to achieve

results ranked in the top 1 / 3 of the company.

. Recognized year over year for "Excellence in Audit" results, with 0%

fails.

. Developed and demonstrated processes in each branch, resulting in

performance that exceeded company expectations.

. Excelled in Customer Satisfaction with an overall index of 99%

satisfaction.

. Obtained 0% employee attrition for a three year period, by developing a

career path model for each employee to realize advancement opportunities

and providing appropriate recognition.

. Ranked number 1 in the company for employee loyalty of 97% by motivating

through positive reinforcement and recognition.

. Earned "President's Association" status on multiple occasions.

. Mentored 2 Branch Managers that were promoted to District Manager.

. Maintained 30 day delinquency controls of less than 1% on a portfolio of

$132M.

. Achieved 60 day delinquency controls of less than .50% on a portfolio of

$132M.

. Instructed cures for customer rehabilitation in lieu of foreclosure.

. Delivered Return on Assets of 6.6%, in challenging economic conditions.

Branch Manager 1993 - 1996

Motivated and managed a staff of six hourly employees with a customer

balance sheet of $11M. Controlled delinquency and adherence to all laws

and company policies.

Nancy Neel Page Two

Citifinancial (Continued)

. Increased net portfolio by $4.2M in an 18 month period.

. Achieved delinquency requirements in all controls on a consistent basis.

. Excelled in Audit results year over year with a pass rate of 100%.

Financial Representative 1990 - 1993

Effectively and routinely exceeded all collection and loan production

requirements. Trained entry level collectors to adhere to FDCPA laws and

regulations.

. Implemented bonus programs to incent excellence in collection and loss

prevention results.

. Created additional company revenue by conducting due diligence and

purchases from corporations that performed in house financing.

Mutual Collection Company, Memphis, TN. 1988 - 1990

Collector

Collected consumer debt obligations including consumer loan obligations,

credit card debt, medical collections, as well as originating litigation

suits and garnishments.

EDUCATION

Graduate Collierville High School, Collierville, TN

PROFESSIONAL DEVELOPMENT

NMLS Licensed in the State of Tennessee, 2010

Collections to Applications training certified, 2009

Lead the Leader training courses completed, 2008

Engineer of Career Development and Career Path implementation, 2008

Certified Financial Education Facilitator (all ages), 2006

Leadership Skills Course, completion and certification, 2005

Managing Behaviors and HR Complex courses, 2005

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